Application Performance Customer Support

Application Performance Customer Support

When you have a problem, you need resolution quickly and efficiently, with as little impact or downtime as possible. That’s why it is the mission of InfoVista’s global Customer Support team to provide you with the quality support you deserve - whether it is because you have a question or you find yourself in the most critical situation. Every Customer Support engineer strives to exceed your expectation by providing:

Personal attention and expertise on InfoVista products to ensure a complete understanding of the request.

An active support maintenance contract grants you access to all InfoVista’s minor and major updates for these purchased products.

Our new product releases, hotfixes and rollups regularly available online to continuously provide you with our latest features and innovations.

If you do not have access to the e-Delivery Center, click here to request it.

End of Support

This report will allow you to gain visibility on the list of InfoVista supported products & solutions.

Please select the appropriate product family “5View" in order to find the product related information (End of Support Date, Product release notes) you are looking for.

Support Services

Access to our Support Centers

Available during business hours for standard maintenance holders ((GMT +1) time zone)

Access to a knowledge base and technical information on line (Customer Portal Access)

Software releases and maintenance updates

Delivered through the Support team

Customer Advocacy

Escalation Process

2 Kinds of hardware contracts are existing

PREMIUM service where a similar equipment to the faulty device is provided under 48 hours (weekend excluded)

STANDARD service where the process is described below

A Support case is opened

A Support engineer sends to the customer a RMA (Return Material Authorization) which is an Excel document where is stipulated the address where to send the faulty device. It is the customer responsibility to find a carrier.

Infovista receives the faulty device, and under a maximum of 10 days (weekend excluded) the device will be returned to the customer’s site. Infovista manages the carriage of the device repaired to the customer’s site.